Service Level Agreement (SLA)

This Service Level Agreement outlines Arketting’s commitment to structured support, system reliability, and response standards for active clients.

Effective Date: 18 Feb 2026 | Last Updated: 18 Feb 2026

1. Purpose

This SLA defines:

Support response timelines
Issue classification levels
Escalation procedures
Availability standards
Maintenance policies

This SLA applies to active clients under signed agreements.

2. Services Covered

This SLA applies to the following Arketting-delivered systems and services:

CRM & Sales Automation Systems
Website & AI Agent Systems
Growth System Retainers
Automation Workflows
Reporting Dashboards

This SLA does not apply to outages, incidents, or performance issues originating from third-party platforms (such as ad networks, CRMs, hosting providers, or communication tools).

3. Support Availability

Standard Support Hours:
Monday – Friday
10:00 AM – 6:00 PM IST

Support availability excludes public holidays in the primary operating jurisdiction.

Emergency escalation may be available for enterprise clients in accordance with their specific contract terms.

4. Issue Classification

Issues are classified into priority levels with corresponding target response times during standard support hours.

Priority Level	Description	Target Response Time
Priority Level 1 – Critical	System-wide breakdown CRM inaccessible Automation not functioning	Within 8 business hours
Priority Level 2 – High	Lead routing errors Major workflow interruption	Within 24 business hours
Priority Level 3 – Medium	Reporting inconsistencies Minor automation adjustments	Within 48 business hours
Priority Level 4 – Low	UI adjustments Content updates Minor optimization	3–5 business days

5. Escalation Matrix

Escalations follow a structured chain of responsibility based on severity and impact:

Level 1 → Automation Specialist
Level 2 → Project Manager
Level 3 → Senior Systems Architect
Level 4 → Founder Oversight (if critical)

Escalation paths are triggered by the criticality of the issue, its impact on live operations, and any contractual commitments for enterprise clients.

6. Client Responsibilities Under SLA

To enable timely and effective resolution, clients agree to:

Provide clear issue description
Share relevant screenshots and examples
Ensure required access permissions are granted
Maintain active subscriptions to underlying platforms
Follow the agreed, structured communication channels

Unstructured, incomplete, or unclear issue reporting may delay investigation and resolution timelines.

7. SLA Exclusions

This SLA governs system functionality and reliability. It does not cover business performance outcomes. Specifically, the SLA does not apply to:

Ad performance results
Lead quality outcomes
Revenue or sales targets
Third-party platform outages or disruptions
Platform policy suspensions or account bans
Client-caused configuration changes or deletions

8. Maintenance & Updates

To maintain stability and improve performance, Arketting may perform planned maintenance and updates on supported systems:

Planned updates may occur periodically to improve reliability, security, or functionality.
Where relevant, maintenance windows may be communicated to clients in advance.
Ongoing optimization and improvements may be included as part of growth or retainer engagements.

9. Performance Clarification

Arketting provides structured technical and workflow support for growth systems and automation infrastructure. While our work is designed to enable performance, we do not guarantee specific business outcomes.

This SLA does not guarantee:

Specific marketing performance metrics
Sales growth or close rates
Revenue, profit, or ROI targets

This SLA specifically governs the reliability and functionality of the technical systems and workflows implemented by Arketting.

10. Enterprise-Level SLA

For enterprise clients, Arketting may offer enhanced SLA terms tailored to higher-volume or mission-critical environments. These may include:

Dedicated account or success manager
Faster response and resolution targets
Weekend or extended-hours support
Custom escalation workflows and reporting

Any such provisions are governed by separate, signed agreements and may supersede the standard terms in this SLA where explicitly stated.

11. Governing Agreement

This Service Level Agreement forms part of the overarching Master Service Agreement (MSA) and any applicable Statements of Work (SOWs) between Arketting and the client.

In the event of any inconsistency or conflict between this SLA and the signed MSA or SOW, the terms of the signed agreement shall prevail.

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Arketting designs automation-led growth systems that bring structure to marketing and sales. Calm, numbers-driven execution turns scattered tactics into predictable, scalable results.